Studi Penerapan Model Delone–McLean dalam Menilai Kepuasan Pengguna Aplikasi Sapawarga untuk Pembayaran Pajak Kendaraan - Nazilah, Dina; Hidayatulloh, Taufik; Oktapiani, Renny; Rohman, Ramdhan Saepul; Yusuf, Lestari (Swabumi, 2025)
Aplikasi Sapawarga-Jabar Super Apps hadir sebagai inovasi digital yang bertujuan untuk memudahkan masyarakat Jawa Barat dalam mengakses layanan publik, khususnya pembayaran pajak kendaraan bermotor. Meskipun demikian, dalam pelaksanaannya belum sepenuhnya optimal karena masih ditemukan kendala seperti sering terjadi error saat transaksi, gangguan pengunduhan e-SKKP, serta server yang tidak merespons meski jaringan stabil. Selain itu, pengguna tetap diwajibkan datang ke Samsat karena belum tersedianya layanan pengiriman STNK secara daring. Penelitian ini bertujuan untuk menilai kepuasan pengguna aplikasi, menggunakan model DeLone & McLean, yang mencakup empat variabel utama yaitu kualitas sistem, kualitas informasi, kualitas pelayanan, dan kepuasan pengguna. Dengan pendekatan kuantitatif dan analisis Partial Least Squares–Structural Equation Modeling (PLS-SEM. Hasil penelitian menunjukan bahwa kualitas informasi dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan pengguna, sedangkan kualitas sistem tidak berpengaruh signifikan terhadap kepuasan pengguna. Sementara itu, berdasarkan hasil kuesioner, sistem dinilai “sukses” dengan keberhasilan sebesar 76,4%, meski masih terdapat 23,6% aspek yang perlu diperbaiki. The Sapawarga-Jabar Super Apps application is a digital innovation that aims to make it easier for the people of West Java to access public services, particularly motor vehicle tax payments. However, its implementation has not been entirely optimal as there are still obstacles such as frequent errors during transactions, e-SKKP download disruptions, and servers that do not respond even when the network is stable. Additionally, users are still required to visit the Samsat office because the online delivery service for vehicle registration certificates is not yet available. This study aims to assess user satisfaction with the application, using the DeLone & McLean model, which covers four main variables, namely system quality, information quality, service quality, and user satisfaction. It uses a quantitative approach and Partial Least Squares–Structural Equation Modelling (PLS-SEM) analysis. The results of the study show that information quality and service quality have a significant effect on user satisfaction, while system quality does not have a significant effect on user satisfaction. Meanwhile, based on the questionnaire results, the system is considered ‘successful’ with a success rate of 76.4%, although there are still 23.6% aspects that need improvement.